Frequently Asked Questions on the Token Redemption Process

Summary

This article enumerates the most frequently asked questions on the Token Redemption Process for Extended Hardware Service Plan.

More Information

What does the Token Redemption Process work?Answer: Once an order for Extended Hardware Service (EHS) has been submitted, Microsoft will create a unique Token ID number, which can be used by the end–customers to self-register their devices for EHS in the new registration portal.

What are the steps of Token Redemption Process?Answer: An Authorized Device Distributor (ADD) submits an order for an EHS plan. Microsoft will then send an email with a unique Token ID number to ADD. Once the ADD receives the email, it will then forward it to an Authorized Device Reseller (ADR). Once the ADR receives the email, it will then forward it an end–customer. The end–customer will now use the Token ID number to self–register.

Can a single Token ID number hold multiple quantities of an EKS SKU?Answer: Yes.

How many Token ID number is created from each EHS line item on a sales order?Answer: Once single Token ID number for each EHS line Item.

Why is it that only one Token ID number is created from each EHS line item on a sales order?Answer: To ensure that Token ID numbers are disseminated with minimal confusion.

That is the format of a Token ID number?Answer: A Token ID number is presented in a five by five format. E.g. 12343-12343-12312-43234-23453

How long do customers have to register their EHS plan and receive their warranty?Answer: Customers have forty–five days to register their EHS plan and receive their warranty.

Whom do I reach out to if the Token ID number was not emailed after an EHS order was made; or the Token ID number cannot be found?Answer: For Authentic Device Distributor Support, contact your Microsoft Operation Account Manager. While for Authentic Device Reseller Support, contact your ADD.

Where do I need to go to check the latest Surface products?Answer: www.surface.com

Contact Microsoft Partner Support

Are you an MPN Partner and need help from Microsoft Partner Support? Get support from Microsoft’s own experts. They can help with partner program issues, presales assistance, issues with Microsoft products, billing questions, and more. Start here to view your contact options.

Note: Using the Contact Microsoft Support button requires you to login into the MPN site using a valid Microsoft Partner Network login. If you do not have a valid Microsoft Partner Network login or are having problems logging in to MPN, you can get more information or assistance from the ﻿﻿﻿﻿MPN Support site.﻿ ﻿﻿﻿﻿﻿